Refund policy
This Returns and Cancellation Policy explains how you may cancel your Paper Pierrot Post membership, your rights regarding returns and refunds, and the procedures for damaged, faulty or undelivered parcels.
Please read this policy carefully before purchasing or maintaining a membership.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at papavasile.studio@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
NATURAL VARIATION
All Paper Pierrot Post items are carefully handmade, hand-finished and packaged.
As a result, slight variations between individual pieces may occur. These variations are a natural characteristic of handmade work and contribute to the individuality of each item.
Colours may also vary slightly between colours displayed on different screens and the final printed product. Minor variations resulting from the handmade or hand-finished nature of the work, or reasonable differences in colour reproduction, are not considered faults or defects.
PARCELS THAT HAVE NOT ARRIVED
If your parcel has not arrived within the expected delivery period, please contact us at papavasile.studio@gmail.com as soon as possible.
Please include your name, membership details and the expected delivery date.
We will investigate the delivery and, where appropriate, provide a replacement or another suitable remedy in accordance with applicable law.
You can always contact us for any return question at papavasile.studio@gmail.com.
DAMAGED IN TRANSIT
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your parcel arrives damaged, please contact us as soon as reasonably possible at papavasile.studio@gmail.com.
Where possible, please include:
- Your name and order or membership details;
- A description of the issue; and
- Photographs of the damaged parcel, contents and packaging.
Please retain the original packaging where possible, as it may assist us in investigating the issue.
Where a parcel or item has been damaged in transit, we will assess the circumstances and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair, price reduction or refund.
Where an item cannot be replaced, for example because it was part of a limited or sold-out edition, an appropriate alternative remedy may be offered.
RETURNING GOODS
If you exercise your statutory right of withdrawal, you must return the goods without undue delay and, where applicable, no later than 14 after informing us of your decision to withdraw.
Unless we have agreed otherwise, you are responsible for the direct cost of returning the goods and please retain proof of postage.
You are entitled to inspect and handle the goods only to the extent necessary to establish their nature, characteristics and condition. You may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary for this purpose.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at papavasile.studio@gmail.com.
CHANGES OF ADDRESS
You are responsible for ensuring that the postal address provided for your membership is accurate and up to date.
You may update your address through your account or contact us at papavasile.studio@gmail.com.
As parcels are normally prepared and dispatched within one to three working days of payment, we recommend making any changes before your renewal date whenever possible.
If payment has already been taken, please contact us immediately. We will make reasonable efforts to update the address before the parcel is dispatched; however, we cannot guarantee that changes can be made once preparation or dispatch has begun.
If a parcel is returned to us because the address provided was incorrect, incomplete or otherwise undeliverable, we will contact you regarding redelivery. Any additional postage costs for resending the parcel may be payable by the member.
CHANGES OF MEMBERSHIP TIER
You may change to a different membership tier through your account, where this option is available.
Any change will normally take effect from your next billing date. Changes made during an active billing period are not pro-rated unless otherwise stated.
CANCELLATION OF MEMBERSHIP
You may cancel your Paper Pierrot Post membership at any time through your account or by contacting us at papavasile.studio@gmail.com.
The cancellation will take effect at the end of the current paid billing period. You will receive any monthly parcel for which payment has already been made, and no further recurring payments will be taken.
If you request cancellation before your monthly parcel has been dispatched, please contact us as soon as possible. Where the parcel has not yet been dispatched, we may be able to cancel that month's order and issue a refund.
COMPLAINTS
We aim to provide a the possible positive experience for all members. If you have a complaint or concern, please contact us at papavasile.studio@gmail.com
Please provide your name, relevant membership or order details and a description of the issue.